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ONI is a scientific instrumentation company developing the Nanoimager, a revolutionary platform for cellular and molecular-level visualization to advance scientific discovery and disease research.
You will own the post-sale customer experience and build a scalable Customer Success & Service organization. This is a people-leadership role managing field service engineers, customer-support teams, and applications specialists across ONI's growing installed base.
Key responsibilities include:
- Lead and develop distributed technical teams across field service, customer support, and applications support
- Own service-contract renewal performance and establish disciplined renewal processes
- Manage service P&L and improve post-sale organization economics
- Establish and track customer satisfaction, uptime, response-time, and service-level metrics
- Improve mean time to repair and reduce avoidable customer downtime
- Oversee installations, preventative maintenance, break/fix, escalation, and case-management processes
- Ensure successful customer adoption of ONI applications and workflows
- Identify at-risk customers and coordinate cross-functional recovery plans
- Identify expansion, advocacy, and reference opportunities; route commercial opportunities to sales
- Lead development of digital and AI-enabled support solutions to improve scale and responsiveness
- Build global staffing, process, and service capacity as the installed base grows
Requirements:
- 8+ years of quota-carrying experience in sales, field service, customer success, applications, or post-sale operations within scientific instrumentation or related technical markets
- Demonstrated people leadership and experience managing distributed technical teams
- Experience managing service economics, renewals, and customer experience
- Strong operational, escalation-management, and cross-functional leadership skills
- Ability to build scalable processes in a growing installed-base environment
